Jabs are the lightweight pieces of content that benefit your customers by making them laugh, snicker, ponder, play a game, feel appreciated, or escape; right hooks are calls to action that benefit your businesses.

It's very logical: There is proven ROI in doing whatever you can to turn your customers into advocates for your brand or business. The way to create advocates is to offer superior customer service.

On Facebook, the definition of great content is not the content that makes the most sales, but the content that people most want to share with others.

It's still so rare for anyone to be personally acknowledged by a brand that the impact of such a simple, polite gesture on a customer's buying habits could be huge.

People who build family businesses are not classically trained. They have to deal with an enormous amount of politics. You think corporate politics are tough? Go work for your dad or your mom.

I never thought I'd be a person who would want to write books...I promise you not a single English teacher I've ever had would have thought that this would be going on right now.

I didn't start with a lot. I have friends who started with a lot who have now built on top of it, and I'm impressed because I used to think that was a disadvantage. I think there are a million ways to do it.